Observability Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the enterprise observability reference architecture, ensuring platform efficiency, signal integrity, and operational impact throughout Managed Services.

• Assess platform capabilities, constraints, and roadmap alignment in relation to customer expectations and Managed Services requirements.

• Ensure that alerts entering the ITSM are prioritized, correlated, and aligned with significant operational actions.

• Align telemetry with contractual obligations, SLA performance, and actual delivery scenarios.

• Ensure that platform configuration and evolution are in line with multi-service environments, security protocols, compliance, and MSP operational standards.

• Act as an escalation point for Operations and Monitoring Engineers regarding complex alert, incident, and telemetry issues.

• Lead the observability governance cadence and foster a community of practice.

• Maintain a consensus-driven observability tool roadmap that aligns with global counterparts.

• Promote the adoption of outcome-focused observability practices.

• Collaborate with Service and Technology Architects to transform observability data into reliable service intelligence for leadership reporting, QBRs, and articulating customer value.

• Define observability requirements within service design, lifecycle governance, and service readiness frameworks.

• Facilitate cross-functional alignment among service architecture, operations, ITSM, and automation teams.

• Support customer reporting, proactive service communication, and the articulation of Managed Services' value proposition.

• Establish KPI-driven review processes aimed at enhancing monitoring quality and outcomes.

• Collaborate with the AIOps team on event correlation, root-cause analysis, automated remediation, and expanding log ingestion capabilities.

• Design observability practices that comply with applicable regulatory standards.

• Implement standards for architectural components to ensure a stable environment.

• Evaluate new service offerings such as APM, synthetics, NetFlow, and observability capabilities across service tiers.

• Reduce the volume of non-actionable alerts, operational rework, and cost-to-serve metrics.

• Enhance alert actionability, signal-to-noise ratio, and MTTR through telemetry, event correlation, and alert prioritization.

• No supervisory responsibilities are included.

⛳️ Requirements

• Bachelor’s degree in a relevant field (IT, Computer Science, Business Administration, etc.).

• An equivalent combination of education and experience is acceptable.

• Over 8 years of experience in monitoring/observability, including more than 5 years in an MSP or multi-tenant environment.

• A strong foundation in monitoring/observability platforms like LogicMonitor, Datadog, Dynatrace, IBM Instana, Grafana, or similar APM/ITOM/AIOps solutions.

• Experience with OpenTelemetry.

• Familiarity with log pipelines and cost optimization techniques.

• Knowledge of CMDB and CI relationship modeling in ServiceNow.

• Experience with synthetics and NetFlow.

• Proven experience in evaluating vendor RFPs and proofs of value.

• Experience in designing platform-level architectures for MSP, enterprise, or extensive multi-tenant settings.

• Capability to translate telemetry into business and service insights.

• Experience in enhancing operational efficiency through a telemetry strategy.

• Understanding of compliance requirements and frameworks such as CMMC, NIST, PCI, HIPAA/HITECH/HITRUST, and SOX.

• In-depth knowledge of alerting strategies, signal quality, and operational workflows.

• Ability to balance immediate operational demands with long-term architectural development.

• Experience in supporting NOC/Operations/Monitoring teams through escalations, including alert tuning, telemetry troubleshooting, and resolving complex monitoring challenges.

• Exceptional organizational, time management, and multitasking abilities.

• Proven capability to manage intricate service environments and drive transformation initiatives.

• Strong communication, stakeholder management, and analytical skills.

• ITIL Foundation Certification or comparable knowledge of IT service management principles.

• Exposure to NOC, SOC, or MSP environments.

• Familiarity with common MSP tools, including RMM, PSA, and documentation platforms.

• Proficiency in Excel, Power BI, or similar reporting tools.

• Preferred certifications: DevOps Institute Observability Foundation Certification; LogicMonitor Certified Professional.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certifications.

• Flexible work hours and remote work options.

• Collaborative and inclusive work environment.